This case discusses how SDF enabled an organization to embed a coaching culture that fostered conversations pointing towards improving performance & ensuring a sustained superior productivity & growth of branch managers. There was a tangible positive shift in the recruitment capability, performance management and productivity of its salesforce.
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BUILDING CAPABILITIES TO IMPROVE BUSINESS PERFORMANCE In Essence THE CHALLENGE THE SOLUTION THE IMPACT Increasing pressures for improving business performance coupled with complex and turbulent environment, organizations are forced to look at ways they can build capabilities in their human capital that can help generate profitability & growth Implementing an Intensive structured coaching program embedded with experiential learning opportunities enabling learners to repeatedly practice and apply the learned skills in the live work environment. Success of the intervention led to significant improvement in business performance. Coaching mindset now deeply embedded in the organizational culture enabling managers be more effective & highly productive. By Rajan Kalia, Garima Dhamija & Nitin Behki
Transcript
BUILDING CAPABILITIES TO IMPROVE BUSINESS PERFORMANCE
In Essence THE CHALLENGE THE SOLUTION THE IMPACT Increasing pressures for improving business performance coupled with complex and turbulent environment, organizations are forced to look at ways they can build capabilities in their human capital that can help generate profitability & growth
Implementing an Intensive structured coaching program embedded with experiential learning opportunities enabling learners to repeatedly practice and apply the learned skills in the live work environment.
Success of the intervention led to significant improvement in business performance. Coaching mindset now deeply embedded in the organizational culture enabling managers be more effective & highly productive.
By Rajan Kalia, Garima Dhamija & Nitin Behki
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Case Study / Volume 1
THE CHALLENGE
Our client – a leading financial institution in the Indian life insurance
industry confronting stiff competition in the market & increased regulatory
controls looked at how it could best leverage its trained human capital to
improve sales productivity and maintain a profitable growth despite all odds.
Changes in the regulatory environments, introduction of completely new
products & consultative selling, brought focus to improvement in the
business performance outcomes.
The key questions facing this firm was: how to build the right mindset,
knowledge & skills in its front line leaders, what kind of program design
would be most effective in bringing out this transformation and how can we
make the change stick for a long time in order to reap benefits. The desirable
changes that were expected out of this intervention were:
To drive an effective performance management process that
reinforces the desired behaviors
To deeply embed an effective sales management process
To achieve & sustain a tangible improvement in recruitment
capability & sales productivity
THE DISCOVERY PHASE
The first step was to run deep, independent and objective diagnostics in the
organization to identify the opportunity for improvement and set compelling
goals.
The diagnostics in this phase explored various levels, processes & involved
field visits in the distribution & sales channels. In-depth one on one
interviews with the key stakeholders including the front line sales managers
revealed that current managers had requisite knowledge on policies &
procedures, but they lacked adequate skills & the right mindset. This
hindered their ability to build the right set of capabilities in the teams they
manage.
Managers spent more time executing & driving sales themselves instead of
developing their teams with the desired skills & competencies to deliver high
performance. Training alone was not the solution since sustained application
& ongoing practice of learned skills was what was most needed. Prior training
interventions done internally had limited and short lived success.
At SDF we believe that our inherent mindsets are responsible for the level of
our performance. There are self- imposed constraints that arise from fear,
self-doubt, lapses in focus & limiting assumptions.
“COACHING FOR EXCELLENCE”
Case of an Indian Life
Insurance Company
This case discusses how SDF
enabled an organization to
embed a coaching culture that
fostered conversations
pointing towards improving
performance & ensuring a
sustained superior
productivity & growth of
branch managers. There was a
tangible positive shift in the
recruitment capability,
performance management
and productivity of its
salesforce.
The Iceberg Model
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Addressing these self-imposed constraints through a comprehensive coaching
intervention would help individuals go through a process of “double – loop
learning1”, self-reflection and challenging ones limiting assumptions
thereby bridging the gap in expertise, performance or proficiency. SDF
therefore designed “Coaching for Excellence”- a robust 90 Day intensive
coaching intervention.
THE SOLUTION
The client had earlier on put in several training interventions to test, either in
the form of classroom training sessions or focused knowledge sessions but all
led to diminishing returns over time thus making these standalone
interventions ineffective. They therefore sought external support to make the
desired change stick for long & making the change sustainable by bringing in
a fundamental shift in the way things were done.
“Coaching for Excellence” – A 90 days intensive coaching intervention
was designed to overcome these shortfalls by making the engagement more
personalized by way of one on one experiential learning where skills were
learnt, analysed, practiced & applied over and over again in the live work
environment thus enabling the learner to deeply embed these learned skills.
The entire learning process was structured around the 70-20-10
experiential learning & development model. With extensive field
observations and developmental opportunities well woven into the coaching
framework, enabled the coachees to reflect and go through self-discovery &
analysis thereby helping them readily change behaviours.
The Coach – Coachee interaction was structured around the following
principles:
I See, You Do
I Do, You Help
You Do, I Help
You Do, I See
The client sought trained, experienced and high performing insurance
specialists who had coached, developed and grown their teams & were able to
transfer their skills & learning to the current managers. SDF helped the client
on-board external insurance domain specialists with prior proven experience.
Before the actual coaching kicked off, all coaches were inducted by the client
organization through an extensive classroom program spread over multiple
days where all coaches were familiarized with the client’s context, went
through the process scripts, recruitment and sales management processes.
A process of formally allocating & introducing the coachees (Branch
Managers) to their respective Coach was done with the objective of breaking
the ice & building a coaching mindset by establishing trust & commitment
which is critical to the success of the program.
Source: Chris Argyris’s Double Loop Learning involves more than just fixing the problem, this styles of learning involves questioning the underlying assumptions behind techniques, goals and values
Our inherent mindsets are
self- imposed constraints
that arise from fear, self-
doubt, lapses in focus &
limiting assumptions
Experiential Learning & Development
70%
Learn &
Develop
through
experience
Learn &
Develop
through
others
20%
Learn &
Develop
through
structured
courses &
programs
10%
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Post the induction & the
formal introduction of the
coaches to the assigned
coachees, an intensive 90 day
one on one coaching
curriculum was drawn out to
cover all the key
developmental areas for the
client – Recruitment, Sales &
Performance Reviews.
Observation checklists,
Coaching Formats,
Performance review
templates, Detailed Coaching
Schedules for all coachees
along with robust progress
review and governance
mechanisms were designed &
put in place. During this
entire intervention regular
reviews were conducted with
all coaches to monitor
progress on key performance
metrics, conversion ratios,
sales & recruitment numbers for all assigned coachees, along with the action
plan for coach till the next review. All through this was a collaborative
exercise between SDF and its client which was critical for the success of the
program. All coaching conversations were centred around listening to the
coachee, with a curiosity to understand who they are, what they think &
generally how do they experience the world around them with the objective of
encouraging the coachee to rise to the challenges, overcome obstacles and
move swiftly into action. The effectiveness of the program was monitored
using all the four levels of Kirkpatrick model of training evaluation: Reaction
– Learning – Behaviours – Results.
THE IMPACT
Agent activity per branch manager went up by over 50%
Visible shift towards demonstration of desirable behavioural patterns
at workplace
Sales productivity, recruitment activity & quality of coaching dialogues
and performance review discussions displayed remarkable
improvement
The tremendous success of the program encouraged the client to
replicate this intervention across multiple locations in the country
About the authors:
Rajan Kalia is the Co-Founder at Salto Dee Fe consulting and played a pivotal role in leading this intervention Garima Dhamija (Director at Salto Dee Fe) & Nitin Behki (Head-Product Development at Salto Dee Fe) assisted in documenting this case study
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